Social Services Specialist I/II
About The Position
The Social Services Specialist serves as the first point of contact for customers contacting the Community Living, Aging, & Protective Services (CAP) Medicaid Services Unit (MSU). This position provides exceptional customer service by responding to inquiries, completing application intake for in-home assistance programs, documenting customer interactions, processing customer requests, and connecting individuals with appropriate resources and services. The position requires strong communication skills, the ability to manage a high volume of calls, and proficiency using multiple computer systems in a fast-paced, customer-focused environment.
Requirements
- Social Services Specialist I: A Bachelor's Degree OR an equivalent combination of education and experience, substituting one year of experience in professional social work for each year of the required education.
- Social Services Specialist II: A Master's degree; OR a Bachelor's degree and one year of experience in professional social work; OR an equivalent combination of education and social work, substituting one year of professional social work for each year of the required education.
- Must possess a valid driver's license and maintain required car insurance.
Responsibilities
- Answer and manage a high volume of incoming telephone calls in a professional, courteous, and compassionate manner.
- Provide basic information and answer routine questions from callers.
- Complete application intake for in-home assistance services according to established policies and procedures.
- Process customer requests and update information in agency systems in accordance with established policies and procedures.
- Accurately document customer interactions and enter required notes into electronic systems.
- Conduct outbound calls and customer follow-up activities as needed.
- Transfer calls or refer customers to the appropriate staff, unit, or agency as needed.
- Utilize multiple web-based systems and Microsoft 365 applications, including Outlook, Word, Excel, and Teams, to complete daily work.
- Participate in required meetings, training, and team collaboration through Microsoft Teams and/or in person.
- Troubleshoot basic computer connectivity and application issues to maintain productivity.
- Maintain confidentiality and comply with agency policies regarding customer information.
- Effectively manage workload and meet performance expectations while working in a remote or office environment.
- Perform other duties as assigned.
Benefits
- Full State Employee Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
